Experience Lead

WHAT YOULL DO

As an Experience Lead you will contribute to commercial performance by using sales customer and market insights to optimise the customer and employee experience in store and across digital touchpoints. You will ensure relevance and impact throughout the customer journey enabling continuous improvements that strengthen experience outcomes and business performance within your Sales Market through close crossfunctional collaboration. In this role you will be responsible for the Sales Market Türkiye consisting of Türkiye Kazakhstan and Georgia.

You will:

• Translate QCP into a daily digital execution and site activity plan across customer groups including content publishing (e.g. start page navigation).
• Optimize overall digital performance in line with QCP and Global guidelines.
• Secure fullfunnel optimization of the holistic digital customer experience and app.
• Plan and drive analysis of sales performance web analytics user behavior and A/B testing to generate hypotheses and identify actions that improve digital sales profitability brand perception and customer lifetime value.
• Review test results and conclusions and share learnings with Sales Market teams and Global functions to continuously optimize the digital experience and customer journey and to inform the Global development roadmap.
• Continually monitor and optimize delivery payment and return options including fees to drive overall digital profit growth.
• Drive implementation of postpurchase strategies new capabilities and rollouts in the Sales Market.
• Manage interaction with Customer Support ensuring alignment and smooth execution.
• Raise and follow up incidents with Global teams and Business Tech.
• Plan digital execution together with the Commercial Manager and Commercial Lead.
• Guide and support Ecommerce Leads based on the executional plan.
• Leverage the Commercial Business Analyst for insights analysis and testing to support decisionmaking.

WHO YOULL WORK WITH

As an Experience Lead you will work closely with Commercial Ecommerce Marketing Customer Support and  Tech teams within the Sales Market. You will collaborate daily with the Commercial Manager Commercial Lead Ecommerce Leads and Commercial Business Analyst ensuring that insights priorities and execution are aligned. You will also work in close partnership with Global functions contributing local insights and supporting continuous improvement and development initiatives.

WHO YOU ARE

We are looking for people with

• 34 years experience in eCommerce preferably in fashion
• Experience within ecommerce with understanding of the total digital ecosystem and its synergies
• Experience leading cross-functional collaboration and influencing without formal authority
• Deep understanding of digital channel and commercial implications
• Leadership capabilities including effective communication skills the ability to influence and the drive to see through opportunities
• Excellent communication skills fluent in English

And people who are

• Customercentric and commercially driven.
• Strong in analysis planning and communication.
• Proactive responsible and comfortable taking ownership.
• Motivated by continuous improvement learning and development.

WHO WE ARE

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design affordable prices and sustainable solutions. We want to liberate fashion for the many and our customers are at the heart of every decision we make.

We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together we want to use our power our scale and our knowledge to push the fashion industry towards a more inclusive and sustainable future.

WHY YOULL LOVE WORKING HERE 
At H&M Group we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe.

More specifically we offer:

• 25% Staff discount on all our H&M Group brands both in stores and online (H&M COS Weekday Monki H&M HOME & Other Stories and ARKET).
• H&M Incentive Program HIP. Learn more about the program here.
• Private medical and health insurance
• Meal Allowance
• Transportation Allowance
• Baby gift card
• Additional vacation days (Marriage Paternal Bereavement)
• Paid Casual Leave
• Birthday Leave (Subject to 1 year of service)
• Long service reward at 1015 & 20 years anniversary
• Endless career opportunities

JOIN US

Our uniqueness comes from a combination of many things our inclusive and collaborative culture strong values and opportunities for growth. But most of all its our people who make us who we are.

This is a full-time role based on a local contract in İstanbul. The Experience Lead reports to Commercial Manager.

If you feel that this is an opportunity that will drive you please apply with your CV in English no later than 10 May 2026.  Due to data privacy policies we only accept applications via our career page.

Take the next step in your career with us. The journey starts here.

*we are committed to a recruitment process that is fair equitable and based on competency. We therefore kindly ask you to not attach a cover letter in your application.

Remote Work :

No

Employment Type :

Full-time